Senior Quality Evaluator

Concentrix; Metro Manila; On-site; PHP 335,000 - 502,000; Full time

Job summary

Concentrix Philippines seeks a Senior Quality Evaluator to monitor and assess inbound and outbound calls, emails, and chats for adherence to quality standards. You will contribute to program performance improvements by providing insights and maintaining knowledge bases.

Responsibilities include auditing samples, calibrating scoring with stakeholders, reporting results to Quality Leadership and clients, and supporting process enhancements through data-driven feedback.

Qualifications

• Monitors, evaluates, and audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Participates in calibration sessions to ensure scoring consistency and best practices.
• Supports internal quality audits to improve processes and effectiveness.

Responsibilities

• Monitor and evaluate a sample of calls and other contacts for accuracy against quality standards.
• Meet departmental productivity targets for monitored calls and evaluated emails, reporting results to stakeholders.
• Participate in calibration sessions with Quality staff, Delivery, and clients to ensure scoring consistency.
• Contribute to maintaining forms and legends documents and knowledge base.
• Support management focus on key drivers and metrics that impact program performance.

Skills

Quality monitoring

Call evaluation

Calibration participation

Quality audits

Stakeholder reporting

Process improvement

Job description

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals